Question 1

Customers expect:​

Accepted Answer

A)  ​to have to deal with surly salespeople.
B)  salespeople to deliver service consistently.​
C)  salespeople to forget them once the sale is done.
D)  salespeople to ask for references.​
E)  salespeople to not be personally accountable for desired results.​F) A) and C)
G) None of the above

Question 2

Computer technology is only helpful to salespeople in helping them track their customers.​

Accepted Answer

A) True 
 B)False

Question 3

A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers,but must display _____.​

Accepted Answer

A)  ​indifference
B)  motivation​
C)  resilience
D)  apathy​
E)  diligence​F) All of the above
G) None of the above

Question 4

In maintaining and enhancing customer relationships,salespeople are involved in:​

Accepted Answer

A)  ​gaining commitment and not sales follow-up.
B)  installing the product if it is technical in nature.​
C)  passing on customer complaints to higher authorities.
D)  performing routine post-sale follow-up activities.​
E)  neglecting changes in the customer's situation.​F) A) and D)
G) A) and C)

Question 5

One of the ways to ensure customer satisfaction is to _________ and monitor installation.​

Accepted Answer

The answer of One of the ways to ensure customer...

Question 6

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made.This fact can be made use of to expand _____ between both the buying and selling organizations.​

Accepted Answer

A)  ​critical encounter
B)  service quality​
C)  service motivation
D)  collaborative involvement​
E)  communication​F) A) and E)
G) None of the above

Question 7

To overpromise and underdeliver to a customer is an example of a(n) _____.​

Accepted Answer

A)  ​enhancer
B)  service motivator​
C)  service quality
D)  service strategy​
E)  detractor​F) All of the above
G) C) and D)

Question 8

In the context of expediting orders and monitoring installation,salespeople:​

Accepted Answer

A)  ​must track orders and inform customers when there is a delay.
B)  must not set estimates on product delivery dates.​
C)  must not interfere with the installation team and the installation process.
D)  must not inform the customer about the reason for delay when the product is delivered.​
E)  must wait till the delivery day to announce any delays.​F) A) and B)
G) B) and E)

Question 9

The number-one characteristic found to define a world-class salesperson is someone who:​

Accepted Answer

A)  ​does not follow up with new customers once an order has been placed.
B)  fails to consider the importance of developing and maintaining a customer for the company he or she works for.​
C)  personally manages the customer's satisfaction and is accountable for the customer's desired results.
D)  feels his or her job is done once the order is obtained and the sale is closed.​
E)  handles complaints in a timely and thoughtful manner by delegating the work to other salespeople.​F) All of the above
G) B) and C)

Question 10

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.​

Accepted Answer

A) True 
 B)False

Question 11

Routine follow-up with customers is important to building successful long-term relationships.​

Accepted Answer

A) True 
 B)False

Question 12

A(n)_________ refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems,information databases,and intranet.​

Accepted Answer

The answer of A(n)_________ refers to proprietary computer networks created...

Question 13

Natalie is a salesperson for a company that manufactures office supplies.Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?​

Accepted Answer

A)  ​Handling complaints when possible
B)  Adding value to the selling organization
C)  Processing requests for rush deliveries willingly
D)  Cutting the price as often as possible​
E)  Passing customer complaints to higher authorities​F) A) and B)
G) A) and D)

Question 14

Which of the following questions must a salesperson ask when developing a service strategy?​

Accepted Answer

A)  ​How do customers rate us in terms of their expectations?
B)  What can we sell to the buyer in addition to the products already being bought?​
C)  Can we reduce product prices in order to gain more customers?
D)  How do customers rate our products?​
E)  How do we compete with our competitor's prices?​F) B) and D)
G) A) and B)

Question 15

By exceeding expectations and _________,a salesperson helps ensure repeat business.​

Accepted Answer

The answer of By exceeding expectations and _________,a salesperson helps...

Question 16

Which of the following activities should salespeople engage in to enhance customer value?​

Accepted Answer

A)  ​Be tactful in providing opinions
B)  Keep in touch with customers to pass on information​
C)  Ask customers to refer the salesperson to other buyers
D)  Do what is right and necessary when asked to by the customer​
E)  Thank customers only after the sale has been made​F) A) and E)
G) D) and E)

Question 17

Scott is a salesperson for an automobile manufacturing company.He usually makes an effort to have effective encounters with customers in order to have effective communication between them.He wants his customers to be highly involved in the decision-making process.In this scenario,which of the four sequential components of effective follow-up is Scott utilizing?​

Accepted Answer

A)  ​Interact
B)  Connect​
C)  Understand
D)  Relate​
E)  Encourage​F) A) and E)
G) C) and D)

Question 18

Salespeople should encourage critical encounters with their customers to encourage effective dialogue.​

Accepted Answer

A) True 
 B)False

Question 19

Even though salespeople are rarely responsible for installation,which of the following is a reason for them to be present when their products are being installed?​

Accepted Answer

A)  ​This allows the salesperson the opportunity to sell the customer additional products.
B)  Installation teams usually do not possess the same relational skills that salespeople do.​
C)  The salesperson may have to cover up installation- or order-processing mistakes.
D)  The salesperson can refer other salespeople to the buyer for additional follow-up sessions.​
E)  This allows the salesperson to ask for a testimonial for future sales dialogues.​F) C) and D)
G) A) and B)

Question 20

Reliability,warmth,and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.​

Accepted Answer

A) True 
 B)False

Exam 9: Expanding Customer Relationships

To overpromise and underdeliver to a customer is an example of a(n) _____.

Correct Answer
verified

Computer technology is only helpful to salespeople in helping them track their customers.

Correct Answer
verified

The number-one characteristic found to define a world-class salesperson is someone who:

Correct Answer
verified

A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers,but must display _____.

Correct Answer
verified

Even though salespeople are rarely responsible for installation,which of the following is a reason for them to be present when their products are being installed?

Correct Answer
verified

Customers expect:

Correct Answer
verified

By exceeding expectations and _________,a salesperson helps ensure repeat business.

Correct Answer
verified

In the context of expediting orders and monitoring installation,salespeople:

Correct Answer
verified

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made.This fact can be made use of to expand _____ between both the buying and selling organizations.

Correct Answer
verified

One of the ways to ensure customer satisfaction is to _________ and monitor installation.

Correct Answer
verified

Salespeople should encourage critical encounters with their customers to encourage effective dialogue.

Correct Answer
verified

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.

Correct Answer
verified

Reliability,warmth,and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.

Correct Answer
verified

In maintaining and enhancing customer relationships,salespeople are involved in:

Correct Answer
verified

Which of the following activities should salespeople engage in to enhance customer value?

Correct Answer
verified

Routine follow-up with customers is important to building successful long-term relationships.

Correct Answer
verified

Which of the following questions must a salesperson ask when developing a service strategy?

Correct Answer
verified

Natalie is a salesperson for a company that manufactures office supplies.Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

Correct Answer
verified

A(n)_________ refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems,information databases,and intranet.

Correct Answer
verified

Correct Answer
verified

Exam 9: Expanding Customer Relationships

To overpromise and underdeliver to a customer is an example of a(n) _____.​

Correct AnswerverifiedShow Answer

Computer technology is only helpful to salespeople in helping them track their customers.​

Correct AnswerverifiedShow Answer

The number-one characteristic found to define a world-class salesperson is someone who:​

Correct AnswerverifiedShow Answer

A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers,but must display _____.​

Correct AnswerverifiedShow Answer

Even though salespeople are rarely responsible for installation,which of the following is a reason for them to be present when their products are being installed?​

Correct AnswerverifiedShow Answer

Customers expect:​

Correct AnswerverifiedShow Answer

By exceeding expectations and _________,a salesperson helps ensure repeat business.​

Correct AnswerverifiedShow Answer

In the context of expediting orders and monitoring installation,salespeople:​

Correct AnswerverifiedShow Answer

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made.This fact can be made use of to expand _____ between both the buying and selling organizations.​

Correct AnswerverifiedShow Answer

One of the ways to ensure customer satisfaction is to _________ and monitor installation.​

Correct AnswerverifiedShow Answer

Salespeople should encourage critical encounters with their customers to encourage effective dialogue.​

Correct AnswerverifiedShow Answer

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.​

Correct AnswerverifiedShow Answer

Reliability,warmth,and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.​

Correct AnswerverifiedShow Answer

In maintaining and enhancing customer relationships,salespeople are involved in:​

Correct AnswerverifiedShow Answer

Which of the following activities should salespeople engage in to enhance customer value?​

Correct AnswerverifiedShow Answer

Routine follow-up with customers is important to building successful long-term relationships.​

Correct AnswerverifiedShow Answer

Which of the following questions must a salesperson ask when developing a service strategy?​

Correct AnswerverifiedShow Answer

Natalie is a salesperson for a company that manufactures office supplies.Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?​

Correct AnswerverifiedShow Answer

A(n)_________ refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems,information databases,and intranet.​

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

To overpromise and underdeliver to a customer is an example of a(n) _____.

Correct Answer
verified

Computer technology is only helpful to salespeople in helping them track their customers.

Correct Answer
verified

The number-one characteristic found to define a world-class salesperson is someone who:

Correct Answer
verified

A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers,but must display _____.

Correct Answer
verified

Even though salespeople are rarely responsible for installation,which of the following is a reason for them to be present when their products are being installed?

Correct Answer
verified

Customers expect:

Correct Answer
verified

By exceeding expectations and _________,a salesperson helps ensure repeat business.

Correct Answer
verified

In the context of expediting orders and monitoring installation,salespeople:

Correct Answer
verified

Customers often know the strengths and weaknesses of the product they use and can provide some insight into how improvements can be made.This fact can be made use of to expand _____ between both the buying and selling organizations.

Correct Answer
verified

One of the ways to ensure customer satisfaction is to _________ and monitor installation.

Correct Answer
verified

Salespeople should encourage critical encounters with their customers to encourage effective dialogue.

Correct Answer
verified

Handling complaints in any manner as long as they are handled is important to building successful long-term relationships.

Correct Answer
verified

Reliability,warmth,and friendliness are attributes that buyers look for in choosing a salesperson with whom to do business.

Correct Answer
verified

In maintaining and enhancing customer relationships,salespeople are involved in:

Correct Answer
verified

Which of the following activities should salespeople engage in to enhance customer value?

Correct Answer
verified

Routine follow-up with customers is important to building successful long-term relationships.

Correct Answer
verified

Which of the following questions must a salesperson ask when developing a service strategy?

Correct Answer
verified

Natalie is a salesperson for a company that manufactures office supplies.Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?

Correct Answer
verified

A(n)_________ refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems,information databases,and intranet.

Correct Answer
verified

Correct Answer
verified